Helpdesk Support Analyst - Level 1/2

Title: Helpdesk Support Analyst

Location: Bloomington, IN

Client Industry: Life Sciences

Compensation: $25 - $40/hr.

We have partnered with our client in their search for a dedicated Level 1/Level 2 Helpdesk Support professional for a 3 month contract with the potential for extension. The ideal candidate will be responsible for providing front-line and escalated technical support across hardware, software, and network-related issues. This role requires hands-on experience configuring and troubleshooting laptops, mobile phones, and various applications while ensuring a positive end-user experience. You will work closely with the IT team to document incidents, maintain hardware, and resolve technical tickets in a timely manner.

Responsibilities

• Provide Level 1/Level 2 Support: Assist end-users with day-to-day technical issues, including account setups, password resets, software installations, and troubleshooting hardware problems.


• Hardware & Equipment Management: Configure, maintain, and troubleshoot laptops, mobile phones, and other devices for employees.


• Ticket Management & Documentation: Utilize ServiceNow (or comparable ticketing systems) to receive, track, and update support requests, ensuring timely resolution and thorough documentation.


• Application Support: Provide user support for business applications such as Viva, Trackwise, Maximo, VMware, and other specialized systems.


• Phone Configuration & Support: Setup and troubleshoot desk phones, VoIP systems, and mobile phone issues.


• End-User Training: Offer basic training to end-users on software, hardware usage, and best practices to prevent reoccurring issues.


• Security & Authentication: Support authentication and security-related tasks, including MFA setup and resolving access issues.


• Collaboration & Escalation: Collaborate with higher-level support and other IT teams as necessary to escalate and resolve complex issues.

Skills Required

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  Technical Proficiency:

  
  
  
  
  • Experience with ServiceNow or similar service management platforms.
  
  
  • Familiarity with authentication protocols (e.g., MFA, VPN, SSO).
  
  
  • Hands-on experience with configuration and troubleshooting of laptops, mobile devices, and phones.
  
  
  • Working knowledge of VMware and related virtualization technologies.
  
  
  • Exposure to specialized software such as Viva, Trackwise, and Maximo is highly desirable.
  
  
  
  


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  Troubleshooting & Problem-Solving:

  
  
  
  
  • Strong analytical skills to diagnose and resolve hardware and software issues efficiently.
  
  
  • Ability to prioritize and handle multiple tasks in a fast-paced environment.
  
  
  
  


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  Communication & Customer Service:

  
  
  
  
  • Excellent verbal and written communication skills.
  
  
  • Ability to interact with technical and non-technical users in a professional and friendly manner.
  
  
  
  


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  Teamwork & Initiative:

  
  
  
  
  • Self-starter who can work independently and collaboratively within a team.
  
  
  • Proven track record of taking initiative to identify and solve problems.
  
  
  
  

Education & Work Experience

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  Education:

  
  
  
  
  • Associate degree or higher in Computer Science, Information Technology, or a related field (or equivalent experience).
  
  
  
  


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  Work Experience:

  
  
  
  
  • 1 year of experience in a Helpdesk Support or similar IT support role.
  
  
  • Demonstrated experience with Level 1/Level 2 support in a corporate environment.
  
  
  • Experience with hardware configuration, software installation, and troubleshooting various operating systems (Windows, macOS).
  
  
  
  

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About Korn Ferry

Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at ;/span>